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Reviews

(21)
(5)
(6)
(6)
(121)
  • Value for Money
    1.2 (17)
  • Transparency
    1.1 (16)
  • Customer Service
    1.1 (20)


Alex G.

Alex G.Banks 2906, ACT

Customer claims - only if you have hours to spare during business hours

published

I have had to wait 2 hours + on hold on multiple occasions during business hours as CGU does not employ enough phone call center staff and only open during business hours; expecting the rest of us to take time off work to deal with claims and claim updates. Unacceptable.

Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time1-2 months
Claim DateJanuary 2020
Claim ApprovedYes
Car ModelToyota Avalon
See all answers
1 comment
CGU
Care TeamCGU

On hold for 3 hours

published
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time2-4 weeks
Claim DateJanuary 2020
Claim ApprovedYes
Car ModelAudi A4 B7
See all answers
2 comments
CGU
Care TeamCGU
Ruth Mendones
Ruth Mendones
Jeremy L.

Jeremy L.Greater Melbourne (Metropolitan), VIC

Horrendously Slow Claim Process!

published

Lodged a claim on 20th January for hail damage, was told the "partner" repairer will contact me within 24 hours to book for an assessment. 2 weeks later receive a call from repairer whilst i was having in a meeting and couldn't pick up. Try to call back repairers to no avail, as i keep hearing the automated message. Called CGU if they can help me book the assessment on my behalf they said no and apparently the best they can do is send an email to repairer which i already did and obviously repairers don't reply emails too. It's been one month my car have not been assessed for damages can't wait to see how long it takes to get my money back from CGU if my car gets written off.

Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim DateJanuary 2020
Claim ApprovedYes
See all answers
1 comment
CGU
Care TeamCGU

Hey Jeremy, thanks for letting us know about this, can you message our Facebook page with your claim number please facebook.com/cguinsurance and we will be happy to escalate your claim to the manager to get you some answers. Thanks. ~Kaz

moonster

moonster

  • 3 reviews

Poor customer service, family left high and dry, do not use CGU for Car Insurance

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claim Resolution Time2-4 weeks
Claim DateJanuary 2020
See all answers
1 comment
CGU
Care TeamCGU

Graham C.

Graham C.Canberra 2600, ACT

Shocking experience avoid at all costs

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time3+ months
Claim DateJanuary 2020
Claim ApprovedNo
Car ModelBMW 3 Series
See all answers
1 comment
CGU
Care TeamCGU

Terrible lied to me many times. Complaints handed poorly.

published

Went through our bank for car insurance with CGU. This was a mistake. CGU are dishonest, slow, inefficient and apathetic. We are currently working through a claim. CGU for the most part won't communicate with us, referring us to the repairer. The repairer refers us back to CGU. Our car is likely to be written off, but no one will communicate when an assessment will be completed. Avoid CGU, we are in the process of pulling all our policies from them. Couldn't imagine the people who lost houses in fires with CGU are dealing with.

Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim ApprovedNo
See all answers
1 comment
CGU
Care TeamCGU

L.Le

L.LeGreater Melbourne (Inner), VIC

  • 2 reviews

Took 1 YEAR for 1 claims, and still on going troubles with court order!!! Worse insurance company ever!!!

published
Transparency
Customer Service
Value for Money
Insurance TypeThird Party Property Damage
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time3+ months
Claim DateFebruary 2019
Claim ApprovedNo
See all answers
3 comments
CGU
Care TeamCGU
L.Le
L.Le
CGU
Care TeamCGU

Istiaque A.

Istiaque A.Greater Melbourne (Outer), VIC

  • 2 reviews

Horrible in Handling Claim

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time2-4 weeks
Car ModelToyora Camry ASV50R / AVV50R Hybrid H
See all answers
1 comment
CGU
Care TeamCGU

Hi Istaque, I am aware you have brought this to our attention on social media and know you have been in touch with us since posting this. I do hope you get the resolution you are after and apologies for the way we've left you feeling. ~Natalie

Gul

GulSydney, NSW

Liars!!!

published

I wouldn't give 1 star either. They never solve my problem and not even willing to solve the problem. I am waiting for more than 3 months to get fixed my car where the CGU's client at fault and CGU's response is "waiting for client's reply, so they can meet their obligations" and that "reply" is taking for that long and when I ask how long is going to take, they say "we don't know and we don't give time frame". Such a rip off company, liar, 0 customer service, lazy employees. You wait for at least 30 minutes to speak with the agent, when they answer your call, they even not apologatic, instead they are rude and never solve your problem. Not recommended, stay away from this company, hope they go for bankruptcy.

Transparency
Customer Service
Value for Money
Insurance TypeThird Party Property Damage
Plan covers drivers under 25No
Claim MadeYes
Claim Resolution Time3+ months
Claim DateOctober 2019
Car ModelToyota Prius C NHP10R
See all answers
1 comment
CGU
Care TeamCGU
D D.

D D.Greater Melbourne (Inner), VIC

Wow, these guys are really terrible!

published
Customer Service
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateDecember 2019
Claim ApprovedYes
See all answers
1 comment
CGU
Care TeamCGU

Worst Insurer due to claims process, painful nothing but hassles.

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time2-4 weeks
Claim DateNovember 2019
Claim ApprovedNo
Car ModelFord Focus LZ (Hatchback)
See all answers
1 comment
CGU
Care TeamCGU

Danny

DannySydney, NSW

Rubbish

published

Had a crash and now my car is sitting at home waiting for it to be towed and assessed and they still cant come after over a week so Im gonna tow it myself.

Insurance TypeComprehensive
Plan covers drivers under 25Yes
Claim MadeYes
Claimant is the policy holder Yes
1 comment
CGU
Care TeamCGU

anna

annaGreater Melbourne (Inner), VIC

  • 2 reviews
  • 2 likes

STAY AWAY FROM CGU

published

WARNING to steer away from CGU! Worst company ever! They will try and find any policy to try not to pay you what is rightfully yours. Even the top manager will fabricate his own policy to get away with not paying you and us workaholics cant afford expensive lawyers to fight against them. Do yourself and everyone else you know a favour - STAY AWAY.

Insurance TypeComprehensive, Compulsory Third Party, Third Party Property Damage, Third Party, Fire and Theft and Veteran, Vintage and Classic Vehicle
Plan covers drivers under 25Yes
Claim MadeNo
2 comments
CGU
Care TeamCGU
anna
anna

Thanks Natalie.


Horrible! Company that provides misleading information.

published

We have been with this insurance company for 3 years and it is only when it comes to being involved in a car crash that you realise how unreliable they are. Signed us up for insurance telling us that an under 25 driver was insured. When it has come time to claim a not at fault collision, it has been rejected because the cover had 'inexperienced driver' not 'age' as the excess. We were not explained this at the time of commitment.
Contacted the company and was told because the original conversation occurred in person, not over the phone there was no evidence/recording and that we essentially had no rights.
Company doesn't care about customers, only about dollars.
Wouldn't recommend to anyone.

Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder No
Claim Resolution Time<1 week
See all answers
1 comment
CGU
Care TeamCGU
Neb-Maat-Re

Neb-Maat-ReAU

  • 35 reviews

Bureaucratic, argumentative & unpleasant to deal with

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeNo
See all answers
17 comments
CGU
Care TeamCGU
Neb-Maat-Re
Neb-Maat-Re
Neb-Maat-Re
Neb-Maat-Re
Karin

KarinDarwin, NT

Thank you for the prompt service

published

While customer service can be a little slow in responding (heavy workload possibly??) I am very happy with the value of the service provided to me. It's the first time I had to submit a claim and the outcome was excellent. Good repairer, good customer service by CGU in resolving the matter. Thank you!

Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time<1 week
Claim ApprovedYes
1 comment
CGU
Care TeamCGU

Hi Karin, thank you for the positive review. Let us know in the future if you ever need further assistance. ~ Jono


The Worst Insurance decision of my life.

published

The worst experience ever. I will never recommend CGU and cannot wait for the day I leave. CGU do not deserve a 1 star rating but that is the lowest I can give them.
Been with them 6mths.
I have contacted CGU over 10 times over 3wks and have never had a response.
There communication systems are call centres overseas and the assessor here never speaks to you. They have had my car 3 wks and they treat people with total disregard.
I contacted the financial obudsmen and they referred me back to cgu.
3 wks no car and no response from assessor after multiple phone calls and emails.
Never use this company is my recommendation.

Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25Yes
Claim MadeYes
Claimant is the policy holder Yes
Claim DateSeptember 2019
Car ModelHonda Civic 10th Gen (Hatchback) VTi-LX
See all answers
7 comments
CGU
Care TeamCGU
Dom T.
Dom T.
Dom T.
Dom T.

The worst vehicle insurer in Australia

published
Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeYes
Claimant is the policy holder Yes
Claim Resolution Time3+ months
Claim DateAugust 2019
Claim ApprovedYes
Car ModelFord Ranger PX.II (2015-Present)
See all answers
1 comment
CGU
Care TeamCGU

Poor insurance company

published

My car was stolen for two months,Without compensation, they also asked the investigator to conduct a comprehensive investigation of me, including your income, your friends, call records,After two months, the police found my car. I need some repairs. They still try to stop me from repairing.I haven't fixed my car until now.During the claim period, you must pay for your insurance.Don't apply for this insurance company. They only try a thousand ways to make no claims! Very bad

Transparency
Customer Service
Value for Money
Insurance TypeComprehensive
Plan covers drivers under 25No
Claim MadeNo
See all answers
1 comment
CGU
Care TeamCGU

Warren

WarrenMelbourne

  • 4 reviews
  • 6 likes

CGU got my policy wrong after a month, yeah right.

published

Hit from behind 1 month ago agreed a figure after 3 weeks CGU got policy wrong and I have to deal with 3rd party insurer Asked to get pictures of car but it has moved from Dandenong to Pickles Dodgy.

Insurance TypeThird Party, Fire and Theft
Plan covers drivers under 25Yes
Claim MadeYes
Claimant is the policy holder Yes
Claim DateJuly 2019
Claim ApprovedNo
Car ModelHolden Commodore VZ
See all answers
1 comment
CGU
Care TeamCGU

Hi Warren, not the way we want you feeling during a claim. If you would like us to chase it up - please message us by going to https://www.facebook.com/cguinsurance/ and let us know you're from Product Review. ~Natalie


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Questions & Answers

Ange

Angeasked

How long does it take to receive a premium back credit? Is this payed by cheque or does it go into your account?

3 answers
CGU
Care TeamCGU

Hi Ange, thanks for the question. Can you confirm if you are asking about a refund from cancelling or amending a policy or a settlement from a claim? ~Natalie

Ange
Ange

Hi, a refund when canceling a policy.

CGU
Care TeamCGU

Thanks for confirming Ange, we can refund by bsb & account where possible otherwise it's a cheque. The refund can take anywhere from 3-10 days depending on the method chosen. ~Natalie


Dom T.

Dom T.asked

Is there a branch where you can visit to talk to someone face to face?

1 answer
CGU
Care TeamCGU

Hi Dom, we don't have any branches to visit however if you click this link http://bit.ly/2pbDydv and message us there with your claim details we can have someone contact you to help. ~ Jono


Trying hard

Trying hardasked

I have full comprehensive private use car insurance with CGU will this insurance cover me if I am doing deliveries for the chemist I work for?

No answers

Get an answer from our members and CGU representatives


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